Podcasts

Care About Customers, Revenue? Make Partner Training Your Business!: How can you assure your business will not cede sales revenue or customer satisfaction points because of a few bad apples in the channel? listen now

How to Drive an Outstanding Customer Experience Through Channel Alignment: If you learned that a natural disaster was about to hit your neighborhood, you would surely make the necessary preparations. listen now

How National Grid is Learning to Build Relationships in the Contact Center: Martin Neat, National Grid, reveals why utilities contact centers can no longer restrict their focus to transaction-based customer service. Find out how his leading organization is establishing the culture and strategies needed to drive real relationships! listen now

Delivering the Social Experience Your Customers Are Demanding: Make no mistake: customers are indeed demanding two-way brand communication and customer service on social channels. But what are their expectations? And how do you successfully deliver--and measure--the desired experience? Duke Chung from Parature explains! listen now

Be Like Disney: Why Your Brand Must Compete on the Customer Experience: Having the best product is no longer enough to guarantee long-term customer loyalty. Find out why a top call center executive advises you to be like Disney when it comes to "competing on the customer experience." listen now

Call Center Regulation: Overcoming Customer Management Compliance Challenges: When it comes to issues pivotal to the successful operation of the call center—and the business at large—few matter more than regulatory compliance. listen now

"United Breaks Guitars" Guy Talks the Future of Social Customer Complaints: The guy who famously put a major corporation on blast for poor customer service is now working to give brands a “fighting chance at managing their reputations.” He speaks exclusively to CustomerManagementIQ about his new project and the evolution of customer complaints. listen now

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?: As you try to achieve your lofty CRM goals, learn whether your customer management strategy is beneficial or detrminental! listen now

How Avon's Call Center Turns Customer Feedback Into Valuable Business Insights: In this exclusive podcast, Avon’s customer care director Tracy Wright shares real-life examples of how she achieved success by improving the alignment between the customer service function and other business units. listen now

Why Hershey Entertainment Still Cares About First-Call Resolution: Recently, there has been a movement away from metrics and the notion of a customer management “best practice.” But that does not mean all measurements are irrelevant--here's why Hershey Entertainment & Resorts won't ignore first-call resolution. listen now